Case Study: Office Depot achieves rapid, scalable customer messaging with Quiq

Office Depot Outpacing the Competition with Quiq

Office Depot partnered with Quiq to improve its customer shopping experience by adding a modern messaging channel so customers could ask questions when and how they preferred. Facing the need for faster, more convenient support across channels, Office Depot chose Quiq’s messaging solution to introduce SMS/text and other messaging options to their service mix.

Quiq integrated its messaging platform with Oracle Service Cloud and went live in 30 days, giving agents a single interface for all channels. The change delivered measurable results: customers receive comprehensive replies in under a minute and most conversations finish within ten minutes, with agents handling over 500 conversations daily (peaking at 2,800 during promotions). Quiq’s solution also enabled internal use at Town Halls, faster responses for the Business Solutions Division, and plans to add Facebook Messenger and expanded B2B support.

Office Depot

Casey Ahlbum

Senior Manager, Customer Relations, B2B & Digital Support